Re: [rt-users] Using RT to track outgoing requests
On 27/04/2011, at 2:38 PM, Nathan Ward wrote: I imagine this is a common problem, but I can't find anything by searching the archives - I've tried a number of different search terms but don't hit anything useful. I support a number of customers who I look after various IT things for. I often want to send an email to someone who I need to work with for a customer, for example, I manage a web/email server for a customer and need to email the company who runs the customer's desktop machines etc. as a new request initiated by me (I've noticed this problem, here's what we should do to fix type of thing). If I create a new ticket in the web interface and add the 3rd party as a requestor, they get a somewhat confusing Autoreply message back. That's not ideal. If I create a new ticket in the web interface and add the 3rd party as a CC, and myself as a requestor, that works OK but I have to reply to a ticket in order to get the email to the customer. I could also create a ticket with email, and CC the other person, but they'll hit reply to all (or just reply) and emails will go outside the ticketing system and/or create new tickets which is not ideal. I have wanted to do this in the past in other situations, for example as an ISP I've wanted to send a message to another ISP, or to a transit provider or something, to arrange a change in our interconnection/peering. I'd prefer these thing to be tracked in RT, instead of my personal mail. What are other people doing for this sort of thing? We produced a template called AutoreplyOrCorresponence. It checks to see if the creator is the same as one of the requestors on ticket creation. If so it just loads and processes the Autoreply template searching first in the current queue and if there isn't one there resorting to our global version. If the requestor is not the creator then it processes the Correspondence template instead doing the same search as above. The effect of using this template is that if a ticket is created on behalf of a customer they receive the message you create (on ticket creation) as if it is a reply rather than the default cryptic auto-reply. I think this is exactly what you are looking for? If so we'll spend a bit of time adding a few comments and document our setup on the RT Wiki. Cheers -- Adam Clarke www.strategicdata.com.au smime.p7s Description: S/MIME cryptographic signature
[rt-users] Messages to AdminCCs , as Cc not Bcc
Hello list, I've got a couple of AdminCCs in my Queue. They are getting emails as Bcc ; but I want them to be emailed as Cc. Is there a way to do that in RT? Thank you in advance, and sorry if I'm missing something obvious here -- Regards Brahim
Re: [rt-users] Users Handbook
Me too! :) Thanks! -Mark -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Susan McClure Sent: Wednesday, April 20, 2011 2:29 PM To: RT-Users; Ken Crocker Subject: Re: [rt-users] Users Handbook Kenn Make me a me three for the Handbook as well. Thanks ! Susie Electronic Privacy Notice. This e-mail, and any attachments, contains information that is, or may be, covered by electronic communications privacy laws, and is also confidential and proprietary in nature. If you are not the intended recipient, please be advised that you are legally prohibited from retaining, using, copying, distributing, or otherwise disclosing this information in any manner. Instead, please reply to the sender that you have received this communication in error, and then immediately delete it. Thank you in advance for your cooperation
Re: [rt-users] Ticket numbering to start at 2000
Hi, It worked perfectly. Many thanks. Cdt, Franck CALLEJA-ALBILLOS TREFLE pour Alcatel-Lucent Centre de Compétences Managed Services - IP/MPLS Tél. : +33 1 30 77 1362 Email : franck.calleja-albil...@alcatel-lucent.com -Message d'origine- De : ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] De la part de Ruslan Zakirov Envoyé : mercredi 27 avril 2011 18:59 À : CALLEJA-ALBILLOS, FRANCK (FRANCK)** CTR ** Cc : rt-users@lists.bestpractical.com Objet : Re: [rt-users] Ticket numbering to start at 2000 http://requesttracker.wikia.com/wiki/SetStartingId On Wed, Apr 27, 2011 at 3:23 PM, CALLEJA-ALBILLOS, FRANCK (FRANCK)** CTR ** franck.calleja-albil...@alcatel-lucent.com wrote: It is using MYSQL database. Is it possible just to setup the auto_increment like described here : It depends on what database you are using. Look for the file called schema.Pg for postgres or schema.mysql, or whatever. You'll see a line that says something like: CREATE SEQUENCE tickets_id_seq; That's for Postgres. I changed it to: CREATE SEQUENCE tickets_id_seq MINVALUE 8000; Then I initialized my database. Cdt, Franck CALLEJA-ALBILLOS TREFLE pour Alcatel-Lucent Centre de Compétences Managed Services - IP/MPLS Tél. : +33 1 30 77 1362 Email : franck.calleja-albil...@alcatel-lucent.com De : rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] De la part de CALLEJA-ALBILLOS, FRANCK (FRANCK)** CTR ** Envoyé : mercredi 27 avril 2011 13:06 À : 'rt-users@lists.bestpractical.com' Objet : [rt-users] Ticket numbering to start at 2000 Hi, I’ve setup a new installation of RT without migrating data from a previous installation : reason is that new queues/custom fields are defined in the new installation. So the old installation has reached ticket number 1853. To avoid having trouble/confusion with my external partner (to whom we are giving our ticket number for reference), I would like to start ticket numbering to 2000 or 3000. I can’t imagine create and close 1999 tickets then use RT Schredder. Is there another easy way to do this ? Cdt, Franck CALLEJA-ALBILLOS Email : franck.calleja-albil...@alcatel-lucent.com -- Best regards, Ruslan.
Re: [rt-users] Problems with fresh install and RTFM
On Thu, Apr 28, 2011 at 12:15:17PM -0400, Eric Stoycon wrote: I just finished installing a fresh copy of RT 3.8.8, working great, and I've been trying to If you're doing a fresh install, you should really be working with 3.8.10 http://blog.bestpractical.com/2011/04/security-vulnerabilities-in-rt.html get RTFM (2.4.3) to install. While it installs it isn't showing up in the webui. I've checked the install logs and the only thing that stands out to me is what I have in bold below. The version check is unlikely to be relevant. The make install runs with out a problem. I do see however that the plugins dir is empty. I am not sure if this is an issue. Any ideas as to why RTFM isn't showing up? Can you show the make install? If /opt/rt3/local/plugins is really empty, then something must have failed during the install. If you have successfully installed the code in /opt/rt3/local/plugins then the most common problem is an incorrect @Plugins line in your config. -kevin pgpwkfStbOeNT.pgp Description: PGP signature
Re: [rt-users] Users Handbook
Me too, please. Thanks.
[rt-users] rt-extension-exportimport
Has anybody used rt-extension-exportimport?. I want to use it for archiving, I would be of great help if some one can point me to a document on what is does or how to use it. Thanks Naweed - The information contained in this e-mail message is intended only for the personal and confidential use of the recipient(s) named above. This message may be an attorney-client communication and/or work product and as such is privileged and confidential. If the reader of this message is not the intended recipient or an agent responsible for delivering it to the intended recipient, you are hereby notified that you have received this document in error and that any review, dissemination, distribution, or copying of this message is strictly prohibited. If you have received this communication in error, please notify us immediately by e-mail, and delete the original message.
Re: [rt-users] Problems with fresh install and RTFM
Kevin, I did try 3.8.10 and had the same issue and since it was a fresh install I just tried an earlier version to see if that was the issue. Here is the make install output. It asked me to supply the path to the RT.pm. I see a few (unchanged) lines below I assume it is because I've run the install before? Make install /usr/bin/perl -Iinc Makefile.PL --config= --installdeps=RT,3.004002 Cannot determine author info from lib/RT/FM.pm Cannot determine license info from lib/RT/FM.pm Cannot find the location of RT.pm that defines $RT::LocalPath in: inc /home/rtuser/lib/lib/perl5/5.10.0//5.8.5/i386-linux-thread-multi /home/rtuser/lib/lib/perl5/5.10.0//5.8.5 /home/rtuser/lib/lib/perl5/5.10.0//i386-linux-thread-multi /home/rtuser/lib/lib/perl5/5.10.0//5.8.4 /home/rtuser/lib/lib/perl5/5.10.0//5.8.3 /home/rtuser/lib/lib/perl5/5.10.0//5.8.2 /home/rtuser/lib/lib/perl5/5.10.0//5.8.1 /home/rtuser/lib/lib/perl5/5.10.0//5.8.0 /home/rtuser/lib/lib/perl5/5.10.0/ /home/rtuser/lib/lib/perl5/5.8.5//5.8.5/i386-linux-thread-multi /home/rtuser/lib/lib/perl5/5.8.5//5.8.5 /home/rtuser/lib/lib/perl5/5.8.5//i386-linux-thread-multi /home/rtuser/lib/lib/perl5/5.8.5//5.8.4 /home/rtuser/lib/lib/perl5/5.8.5//5.8.3 /home/rtuser/lib/lib/perl5/5.8.5//5.8.2 /home/rtuser/lib/lib/perl5/5.8.5//5.8.1 /home/rtuser/lib/lib/perl5/5.8.5//5.8.0 /home/rtuser/lib/lib/perl5/5.8.5/ /home/rtuser/lib/lib/perl5/site_perl//5.8.5/i386-linux-thread-multi /home/rtuser/lib/lib/perl5/site_perl//5.8.5 /home/rtuser/lib/lib/perl5/site_perl//i386-linux-thread-multi /home/rtuser/lib/lib/perl5/site_perl//5.8.4 /home/rtuser/lib/lib/perl5/site_perl//5.8.3 /home/rtuser/lib/lib/perl5/site_perl//5.8.2 /home/rtuser/lib/lib/perl5/site_perl//5.8.1 /home/rtuser/lib/lib/perl5/site_perl//5.8.0 /home/rtuser/lib/lib/perl5/site_perl/ /usr/lib/perl5/5.8.5/i386-linux-thread-multi /usr/lib/perl5/5.8.5 /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl/5.8.2 /usr/lib/perl5/site_perl/5.8.1 /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl/5.8.2 /usr/lib/perl5/vendor_perl/5.8.1 /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl . /opt/rt3/lib /opt/lib/rt3 /opt/lib /usr/local/rt3/lib /usr/local/lib/rt3 /usr/local/lib /home/rt3/lib /home/lib/rt3 /home/lib /usr/rt3/lib /usr/lib/rt3 /usr/lib /sw/rt3/lib /sw/lib/rt3 /sw/lib Path to directory containing your RT.pm: /home/rtuser Using RT configuration from /home/rtuser/lib/RT.pm: ./etc = /home/rtuser/local/plugins/RT-FM/etc ./html = /home/rtuser/local/plugins/RT-FM/html ./lib = /home/rtuser/local/plugins/RT-FM/lib ./po= /home/rtuser/local/plugins/RT-FM/po For first-time installation, type 'make initdb'. Cannot determine author info from lib/RT/FM.pm Skip blib/lib/RT/FM/Article.pm (unchanged) Skip blib/lib/RT/FM/Topic_Overlay.pm (unchanged) Skip blib/lib/RT/FM/TopicCollection_Overlay.pm (unchanged) Skip blib/lib/RT/FM/ObjectTopic.pm (unchanged) Skip blib/lib/RT/FM/Record.pm (unchanged) Skip blib/lib/RT/FM/ObjectTopicCollection_Overlay.pm (unchanged) Skip blib/lib/RT/URI/fsck_com_rtfm.pm (unchanged) Skip blib/lib/RT/FM/Introduction.pod (unchanged) Skip blib/lib/RT/FM/Class.pm (unchanged) Skip blib/lib/RT/URI/a.pm (unchanged) Skip blib/lib/RT/FM/ArticleCollection.pm (unchanged) Skip blib/lib/RT/FM/Article_Overlay.pm (unchanged) Skip blib/lib/RT/FM/ObjectTopicCollection.pm (unchanged) Skip blib/lib/RT/FM/ClassCollection_Overlay.pm (unchanged) Skip blib/lib/RT/FM.pm (unchanged) Skip blib/lib/RT/FM/Class_Overlay.pm (unchanged) Skip blib/lib/RT/FM/ArticleCollection_Overlay.pm (unchanged) Skip blib/lib/RT/FM/SearchBuilder.pm (unchanged) Skip blib/lib/RT/FM/TopicCollection.pm (unchanged) Skip blib/lib/RT/FM/Topic.pm (unchanged) Skip blib/lib/RT/FM/ClassCollection.pm (unchanged) Skip blib/lib/RT/FM/System.pm (unchanged) Manifying blib/man3/RT::FM::Topic_Overlay.3pm Manifying blib/man3/RT::FM::Article.3pm Manifying blib/man3/RT::FM::TopicCollection_Overlay.3pm Manifying blib/man3/RT::FM::ObjectTopic.3pm Manifying blib/man3/RT::FM::ObjectTopicCollection_Overlay.3pm Manifying blib/man3/RT::FM::Record.3pm Manifying
Re: [rt-users] Problems with fresh install and RTFM
On Thu, Apr 28, 2011 at 01:59:34PM -0400, Eric Stoycon wrote: I did try 3.8.10 and had the same issue and since it was a fresh install I just tried an earlier version to see if that was the issue. You really shouldn't be running 3.8.8 at all, 3.8.10 is the right thing here. Here is the make install output. It asked me to supply the path to the RT.pm. I see a few (unchanged) lines below I assume it is because I've run the install before? Where are you actually installing RT and where are you untarring RTFM and running make install from? It appears that you're just installing into /home/rtuser blind, not into a /home/rtuser/rt3 or /home/rtuser/rt-3.8.10? ./lib = /home/rtuser/local/plugins/RT-FM/lib The make install runs with out a problem. I do see however that the plugins dir is empty. I am Make install believes that it put code in /home/rtuser/local/plugins, what do you see there? -kevin pgpLjhYcUQCZ8.pgp Description: PGP signature
Re: [rt-users] Problems with fresh install and RTFM
On Thu, Apr 28, 2011 at 02:43:05PM -0400, Eric Stoycon wrote: -BEGIN PGP SIGNED MESSAGE- Hash: SHA1 As far as the install locations go. I don't have root to the box so RT is installed in /home/rtuser and everything, but mysql, is relative to that location. rt was configured with --prefix=$HOME --with-my-user-group --with-apachectl=$HOME/bin For sanity, I'd suggest using --prefix=$HOME/rtversion I am installing RTFM from /home/rtuser/src/RTFM-2.4.3 RT was installed from ~/src/rt-3.8.8 running ls in /home/rtuser/local/plugins shows nothing in the dir How are you running Makefile.PL for RTFM? Are you specifying a PREFIX? -kevin pgpGqycTln7PC.pgp Description: PGP signature
Re: [rt-users] Problems with fresh install and RTFM
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Yes perl Makefile.PL PREFIX=$HOME On Apr 28, 2011, at 2:57 PM, Kevin Falcone wrote: On Thu, Apr 28, 2011 at 02:43:05PM -0400, Eric Stoycon wrote: -BEGIN PGP SIGNED MESSAGE- Hash: SHA1 As far as the install locations go. I don't have root to the box so RT is installed in /home/rtuser and everything, but mysql, is relative to that location. rt was configured with --prefix=$HOME --with-my-user-group --with-apachectl=$HOME/bin For sanity, I'd suggest using --prefix=$HOME/rtversion I am installing RTFM from /home/rtuser/src/RTFM-2.4.3 RT was installed from ~/src/rt-3.8.8 running ls in /home/rtuser/local/plugins shows nothing in the dir How are you running Makefile.PL for RTFM? Are you specifying a PREFIX? -kevin -BEGIN PGP SIGNATURE- Version: GnuPG/MacGPG2 v2.0.17 (Darwin) Comment: GPGTools - http://gpgtools.org iQIcBAEBAgAGBQJNubrsAAoJEGPsdEepwEwopAUQAJie0rgkDUIkY78mP4m6N9Fg rLGNeLJUajgpxaOP282LpYL+eae92WlutPTbKLXLYtfGw/ZM6PUE1WyvHy6tMTDa wUTdVFr2U8ABtTjGpGAN5TTue3RtV6LWk7UziH1E12ihzT6gdvfTTGbldrybT67h uVc1qXHLZ5Kdbh112bR3S0GT3Sj8PA2ejsl0Fx4hmpXDmSp+mZ1OHvRpcin+yFZ5 Ila8X3Q9aArNs91F9pnGAJbUCtRAN2saR8+q3eBklFS966BMuLHd2sKezGCbnwwL Ofa4MinC83l+cGTMbqq93/RC3mdZaO9LMRM3pIfuWBpZMz6yTYNt/RoXjWBfVoNO aE7TKBP7pfRbnluhBpbJmcqFTBvGE6d4O7GkZWKJ5S0vdKeQyX2xsO5byzllk38M QN9pTXPJKyT2s8r7dAwO1WMeZ4WEoT26tRjUqHjusqcEumvYTBg+9ryrl804PKs5 htq34kjqTcoNVpuGKxLwmJIxw6gjItmSftzv6A5C9ZOPSnujHjDhEKIiYEs1MZUI G91egU/knORrIw+UNj+Mpfg/rsO26pPB2TCYjyt6wBMs70NJHz1MVhVeyb3jSxBk 5nfaXH8P5D9PHcEqfCOdKKrgSCpf5RGhkk/w+IkbHNAHXa9Uow+yAmqO+P5E2DJ8 hMIwn4wreIMoYxs6Bp8z =kEv3 -END PGP SIGNATURE-
[rt-users] [Rt-announce] RT 4.0.0 Released
Today we're releasing RT 4.0.0. This release represents over a year of hard work and more than 2000 commits. With a new major version number, we took this opportunity to tidy up some of the older bits of RT and allow us to grow features through the RT 4 series. We hope you'll find it a worthy successor to RT 3. Many, but not all, of our new features are the result of work done for clients. Enhanced full-text search, the integration of RTFM as Articles, refreshed ticket create and update pages, better control of ticket notifications, Lifecycles, and quote-folding of emails in ticket display all began life as extensions we built for clients. We've also heard your requests in the form of feature requests, bug reports and patches and they've driven our new theme for RT 4, a new logo and theme editor, new custom field types and display options, the mobile UI and reorganized and revised documentation. As a result of your feedback, we also fixed hundreds of bugs and improved performance. With so many changes by 16 authors over the course of a year, it would be hard to summarize everything we added, fixed or improved. Over the next few weeks, we'll be posting a series of articles on what's new in RT 4.0 to http://blog.bestpractical.com. A list of new features in RT 4.0 is also available at http://bestpractical.com/rt/whats-new-in-4.html. If you'd like to explore all of the changes we've made in the run up to 4.0.0, visit https://github.com/bestpractical/rt/ Download http://download.bestpractical.com/pub/rt/release/rt-4.0.0.tar.gz http://download.bestpractical.com/pub/rt/release/rt-4.0.0.tar.gz.sig SHA1 Sums b2cf8d2ceb8bf97e5eeb08cb7d05760ca148df9f rt-4.0.0.tar.gz 5a6b04bf9bb6437b74138bc6ad7eabae39d36e6d rt-4.0.0.tar.gz.sig We've done our best to ensure that upgrading from RT 3 to RT 4.0 will be as smooth as possible for you. If you have questions as you upgrade, please don't hesitate to write to rt-users@lists.bestpractical.com for community support. If you'd rather have professional support from the folks who built RT, drop us a line at sa...@bestpractical.com. We've talked our sales team into including free basic upgrades from RT 3 to RT 4 if you sign up for a new RT 4 support contract within the next two months. The new RT 4 support contracts are less expensive and come with lots of great new features. http://bestpractical.com/services/support.html pgp1NpvMLIIp0.pgp Description: PGP signature ___ RT-Announce mailing list rt-annou...@lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce
Re: [rt-users] Problems with fresh install and RTFM
On Thu, Apr 28, 2011 at 03:07:23PM -0400, Eric Stoycon wrote: perl Makefile.PL PREFIX=$HOME There's your problem You've now installed RTFM into $HOME/lib and probably done other interesting things. perl Makefile.PL and tell it where RT.pm is make install will put it in local/plugins/ like it should -kevin On Apr 28, 2011, at 2:57 PM, Kevin Falcone wrote: On Thu, Apr 28, 2011 at 02:43:05PM -0400, Eric Stoycon wrote: -BEGIN PGP SIGNED MESSAGE- Hash: SHA1 As far as the install locations go. I don't have root to the box so RT is installed in /home/rtuser and everything, but mysql, is relative to that location. rt was configured with --prefix=$HOME --with-my-user-group --with-apachectl=$HOME/bin For sanity, I'd suggest using --prefix=$HOME/rtversion I am installing RTFM from /home/rtuser/src/RTFM-2.4.3 RT was installed from ~/src/rt-3.8.8 running ls in /home/rtuser/local/plugins shows nothing in the dir How are you running Makefile.PL for RTFM? Are you specifying a PREFIX? -kevin pgpxlTeLwO99x.pgp Description: PGP signature
Re: [rt-users] Problems with fresh install and RTFM
On Thu, Apr 28, 2011 at 03:07:23PM -0400, Eric Stoycon wrote: perl Makefile.PL PREFIX=$HOME There's your problem You've now installed RTFM into $HOME/lib and probably done other interesting things. perl Makefile.PL and tell it where RT.pm is make install will put it in local/plugins/ like it should Actually, I found that one has to define RTHOME with RT's homedirectory and then plugin-installs usually work. Rainer
Re: [rt-users] Problems with fresh install and RTFM
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Kevin, Removing the PREFIX worked. RTFM shows up now Thanks for your help On Apr 28, 2011, at 3:14 PM, Kevin Falcone wrote: On Thu, Apr 28, 2011 at 03:07:23PM -0400, Eric Stoycon wrote: perl Makefile.PL PREFIX=$HOME There's your problem You've now installed RTFM into $HOME/lib and probably done other interesting things. perl Makefile.PL and tell it where RT.pm is make install will put it in local/plugins/ like it should -kevin On Apr 28, 2011, at 2:57 PM, Kevin Falcone wrote: On Thu, Apr 28, 2011 at 02:43:05PM -0400, Eric Stoycon wrote: -BEGIN PGP SIGNED MESSAGE- Hash: SHA1 As far as the install locations go. I don't have root to the box so RT is installed in /home/rtuser and everything, but mysql, is relative to that location. rt was configured with --prefix=$HOME --with-my-user-group --with-apachectl=$HOME/bin For sanity, I'd suggest using --prefix=$HOME/rtversion I am installing RTFM from /home/rtuser/src/RTFM-2.4.3 RT was installed from ~/src/rt-3.8.8 running ls in /home/rtuser/local/plugins shows nothing in the dir How are you running Makefile.PL for RTFM? Are you specifying a PREFIX? -kevin -BEGIN PGP SIGNATURE- Version: GnuPG/MacGPG2 v2.0.17 (Darwin) Comment: GPGTools - http://gpgtools.org iQIcBAEBAgAGBQJNucKGAAoJEGPsdEepwEwoql0P/jaiadS9DiTPBtVRuJQpsCVm Uagw3z4Iq80CiKZvpwNPPB7q1rr3ltSV87AV8IRKf8EbmhGx1xituarxMhzkQVQ/ zr6QPam96n4OC2ozfrdrWu7J1Fnw4R6EKn3WT75eaqbgMmRWwoYmEscJc0hrHjjh Qk2Ca83wbtIFDkCT4jQQcJv1hMCdMoHy80CExogOk416DZ6aqLCmXLARNsk6AGUs 0fPEfB3qAHEi4yBh5Suxe51yBCAIb3zAX4ugpyfWX5K9rdd1NI9G8cOeAB0AlwtF 24/ovPcLt7YVKkhBynL886CzNrQKB/KefhwlvL0vB6SJMroQhqxYmw7q0k6dhUtg MaXzA/KBRhsCFwDcrnhpRMr+w2X4iF4HeADgdiGF5rKyvioeSmdZV26VTUAeQ9Kb 10DvFhrfwC39I9dFL1krPW4Yk5ixYsbYkbY85/VVSKFCSIxUtDut5pFPvRew/x/q USOMdix2rIFbt9sSnm725I581PTNyCRZX34CA9Ape02AOBLRL4jtEQ4kZCfUx/0T uGQBLvTfJhFjzBDLd1393jXh2ouqiuB+BTfqCX3w7QJ9ymGBdR86sbZS4NV0+sjp Rq7BczysIYl7DHQve/0IY3QWKAtSWEBDwEH0UocEZKEwRII/dXhjn+0bsrN0hI/M jBsRX2wKyipp5I5T/Ijp =9U84 -END PGP SIGNATURE-
Re: [rt-users] Problems with fresh install and RTFM
On Thu, Apr 28, 2011 at 09:25:46PM +0200, rai...@ultra-secure.de wrote: On Thu, Apr 28, 2011 at 03:07:23PM -0400, Eric Stoycon wrote: perl Makefile.PL PREFIX=$HOME There's your problem You've now installed RTFM into $HOME/lib and probably done other interesting things. perl Makefile.PL and tell it where RT.pm is make install will put it in local/plugins/ like it should I found that one has to define RTHOME with RT's homedirectory and then plugin-installs usually work. All this does is shortcut the question about where to find RT.pm, and answering the question will work fine. Using PREFIX with an RT Extension is just going to lead to failures -kevin pgpC8NlxJym0r.pgp Description: PGP signature
Re: [rt-users] Problems with fresh install and RTFM
On Thu, Apr 28, 2011 at 03:39:50PM -0400, Eric Stoycon wrote: Removing the PREFIX worked. RTFM shows up now Thanks for your help For the record, you may have two copies, one in lib and one in local/plugins and you should probably clean that up before it causes you issues. -kevin pgp3btOpCMi46.pgp Description: PGP signature
Re: [rt-users] Is a time zone user preference available?
Hey Ruslan,
I actually was able to get the time zone to switch properly for users, I had to
install the following two packages:
- Bundle::Apache2
- Apache2::Reload
I also made the following change to /etc/httpd/conf/httpd.conf:
PerlOptions +GlobalRequest
Once the httpd service was restarted I was immediately able to see the change -
so thanks for the suggestions they certainly helped.
I have one more issue, I am working on and this is enabling the full SSO
(auto-login) function of RT::Authen::LDAP, but I keep running into some issues.
AD users are able to authenticated against AD, but the RT interface won't
automatically log them in. I think my RT_SiteConfig.pm (the one located at
/opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc) is correct:
less /opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm
Set($ExternalAuthPriority, [ 'My_LDAP' ] );
Set($ExternalInfoPriority, [ 'My_LDAP' ] );
Set($ExternalServiceUsesSSLorTLS,0);
Set($AutoCreateNonExternalUsers, 0);
Set($ExternalSettings, {
'My_LDAP' = {
'type' = 'ldap',
'server'= 'IP-OF-SERVER',
'user' = 'cvi-mg\ldap',
#'cn=ldap,cn=Services,dc=domain,dc=com', --nw
'pass' = 'userpassword',
'base' = 'dc=domain,dc=com',
'filter'=
'((ObjectCategory=User)(ObjectClass=Person))',
'd_filter' =
'(userAccountControl:1.2.840.113556.1.4.803:=2)',
'tls' = 0,
#'ssl_version' = 3,
'net_ldap_args' = [version = 3
],
'group' =
'cn=RTUsers,ou=Services,dc=cvi-mg,dc=com',
'group_attr'= 'member',
'attr_match_list' = [ 'Name', 'EmailAddress'
],
'attr_map' = { 'Name' =
'sAMAccountName',
'EmailAddress' = 'mail',
'Organization' =
'physicalDeliveryOfficeName',
'RealName' = 'cn',
'ExternalAuthId' =
'sAMAccountName',
'Gecos' =
'sAMAccountName',
'WorkPhone' =
'telephoneNumber',
'Address1' =
'streetAddress',
'City' = 'l',
'State' = 'st',
'Zip' = 'postalCode',
'Country' = 'co'
}
}
}
);
1;
However, when a user who is part of the 'RTUsersGroup' within AD attempts to
load the main RT page via any browser the following message gets generated by
rt.log:
[Tue Apr 26 22:38:24 2011] [debug]: Autohandler called ExternalAuth. Response:
(0, No User)
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:26)
[Tue Apr 26 22:38:24 2011] [debug]: Attempting to use external auth service:
My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
[Tue Apr 26 22:38:24 2011] [debug]: SSO Failed and no user to test with.
Nexting
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92)
[Tue Apr 26 22:38:24 2011] [debug]: Autohandler called ExternalAuth. Response:
(0, No User)
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Elements/DoAuth:26)
I have looked at the files mentioned above (ExternalAuth.pm, Doauth.pm, etc,
etc) and have not been able to pinpoint the problem. My guess is that the
credentials are either not being passed from LDAP to RT via the SSO check
mentioned in this file
'/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm'
starting in line 71:
71 #
72 ### SSO Check ###
73 #
74 if ($config-{'type'} eq 'cookie') {
75 # Currently, Cookie authentication is our only SSO method
76 $username =
RT::Authen::ExternalAuth::DBI::GetCookieAuth($config);
77 }
78
[rt-users] RT and Vtiger integration redux
I see that someone asked about integrating RT with VTiger (CRM) back in 2007, but it looks like there was never a response, as far as I can tell. http://www.gossamer-threads.com/lists/rt/users/64325 My company uses VTiger and, uhh, it has issues. I've used RT at previous jobs and always been happy with it, as have some of the others here. Now that RT4 has been released, I'm thinking this could be a good time for us to look into using it as a supplement to or replacement for the existing ticketing system in VTiger. (Better still, if RT4 can credibly be used as a CRM — customer database, inventory of customer systems configurations, that kind of thing — then that would be even better.) Has anyone tried this sort of thing? If it helps, I live down the street from Best Practical Global HQ, so maybe an in-person discussion would make sense :-) Thanks, and congratulations on RT4 :-) -- Chris Devers
Re: [rt-users] RT and Vtiger integration redux
Yes I wish I could get some help we ended up just using a custom field both to link the Vtiger customer and RT ticket together it is kind of a pain but we did make links at least. We chose not to pay to have the link down mainly because our other systems are already linked into vtiger with some java code so we live with it as is. We are looking at some java code to link rt into vtiger but not vtiger into rt. Mark -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Chris Devers Sent: Thursday, April 28, 2011 4:48 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] RT and Vtiger integration redux I see that someone asked about integrating RT with VTiger (CRM) back in 2007, but it looks like there was never a response, as far as I can tell. http://www.gossamer-threads.com/lists/rt/users/64325 My company uses VTiger and, uhh, it has issues. I've used RT at previous jobs and always been happy with it, as have some of the others here. Now that RT4 has been released, I'm thinking this could be a good time for us to look into using it as a supplement to or replacement for the existing ticketing system in VTiger. (Better still, if RT4 can credibly be used as a CRM 裏customer database, inventory of customer systems configurations, that kind of thing 裏then that would be even better.) Has anyone tried this sort of thing? If it helps, I live down the street from Best Practical Global HQ, so maybe an in-person discussion would make sense :-) Thanks, and congratulations on RT4 :-) -- Chris Devers
Re: [rt-users] Problems with fresh install and RTFM
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Already did :) Thanks again On Apr 28, 2011, at 3:42 PM, Kevin Falcone wrote: On Thu, Apr 28, 2011 at 03:39:50PM -0400, Eric Stoycon wrote: Removing the PREFIX worked. RTFM shows up now Thanks for your help For the record, you may have two copies, one in lib and one in local/plugins and you should probably clean that up before it causes you issues. -kevin -BEGIN PGP SIGNATURE- Version: GnuPG/MacGPG2 v2.0.17 (Darwin) Comment: GPGTools - http://gpgtools.org iQIcBAEBAgAGBQJNudsOAAoJEGPsdEepwEwoTaIP/iKaPwtf8KcFdkK7ToQIvirj +A4+bIRmFH36jgJJkNlWqayqCpgI7dI99XLADXN/MBNAYkqOL5okm/JbjTvtD+xa ZLiF8H9VcBXBHqBuFk7TLWjYfrg9Jxv6nESjtAX+E8DspTmrISdpRqFDB97cLzJM Ry2VCpSLG8gcHsWXvmFrZB+ltVth4OmyBo5nVy/zZrP+Vx1uXVPmew6fU3UQIY6R XmkA4wofY7A0eG//ix9tcOfPa3R3q3u0UOljDOJT4yZrF3R749Q6jNoZ8gDR0zj1 yh7k3LywLGevhgBUqrq1zTdxvP0MlOilyajQqtHgWaGgUKrYeyOyqyizI600gXiB kfF7zgH1gHM/Hr9B9RcHcN+CSxLClXFqcjJovWGzOEdPuJiRzGEdoVaswVToM6pQ zsbUd1rFVU7rkNz5EXLI5jKGWWR+St8QZFoAxNBPgGpvxO4+iPG6z5JOsQpw4Pcc IlqAUm+v4uhheXicsIHsINVllWlOKVDZCxRJocxvcQXbN0Kt1hn1vianyUwak/QE Bzo8w7SfTFtIg1U3FRn0ZK3RuTRsLxhTT6gvOQTbgiPwPgknt3Ax6RjLhi64PJFQ 1Ma7Ojnu3+Mrwc9tHYoe9rh5gwT8T0Ptpk3dN5C0pATP/nSVtee8KfwpHWBMGBWT 7PRTupHHXuU9fkJT2v0w =IXO2 -END PGP SIGNATURE-
Re: [rt-users] RT and Vtiger integration redux
- Original Message - From: Chris Devers cdev...@pobox.com (Better still, if RT4 can credibly be used as a CRM — customer database, inventory of customer systems configurations, that kind of thing — then that would be even better.) I saw no evidence that RT4 had added anything that resembled a customer file, and -- given the *violent* antipathy on BestPractical's part to that idea, dating back to 3.2 -- I really didn't expect it. Cheers, -- jra
Re: [rt-users] RT and Vtiger integration redux
Jay Ashworth j...@baylink.com wrote: - Original Message - From: Chris Devers cdev...@pobox.com (Better still, if RT4 can credibly be used as a CRM — customer database, inventory of customer systems configurations, that kind of thing — then that would be even better.) I saw no evidence that RT4 had added anything that resembled a customer file, and -- given the *violent* antipathy on BestPractical's part to that idea, dating back to 3.2 -- I really didn't expect it. I'm not quite sure what you're referring to. I'd love for RT to have the functionality. Best, Jesse Cheers, -- jra -- Sent from my Android phone with Kaiten Mail. Please excuse my brevity.
Re: [rt-users] RT and Vtiger integration redux
- Original Message - From: Jesse Vincent je...@bestpractical.com I saw no evidence that RT4 had added anything that resembled a customer file, and -- given the *violent* antipathy on BestPractical's part to that idea, dating back to 3.2 -- I really didn't expect it. I'm not quite sure what you're referring to. I'd love for RT to have the functionality. Ok, I've just gone back and asked The Google, and I've *slightly* over- characterized BP's distaste for the idea; my apologies: http://www.gossamer-threads.com/lists/rt/users/62792 That amounts more to ok, that's not a bad idea, but we're not all that interested in investing any effort into doing it unless people are paying. As I pointed out somewhere along the way, that limits your audience to internal departments, where this sort of make sure you notify the requestor's supervisor on all tickets automatically and has someone else in that department/customer/administrative span of control already reported the same problem are less necessary; small businesses with customers who might be potential customers won't -- generally -- even bother to complain that RT doesn't have that; you're just not in their evaluation criteria at all. I've always been fine with that -- you give it away for free, you're perfectly entitled to decide on what you think your feature set is going to be. I'm just telling you -- as I always have -- that this puts you in Jerry Pournelle's famous category of infuriatingly excellent; the package has always been good enough to really irritate those for whom (like me), that design blindspot knocks you right out of the picture. But you're correct: violent antipathy is an overstatment. Please allow me to correct it to violent apathy, with my apologies. :-) Cheers, -- jra
[rt-users] Help with code identifying QueueWatcher AdminCc
To List,
I've got some code that I'm using to try and identify certain users as the
Queue AdminCc. I want to do this so I can stop sending emails to Queue
AdminCc's when they are also the Requestor or Owner. The code is as follows:
===
# Initiate Email when Ticket Status is created and Requestor or Owner are
not Queue AdminCc
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
my $owner = $ticket-OwnerObj-EmailAddress;
my $requestor = $ticket-Requestors-UserMembersObj-First-EmailAddress;
if ($ticket-IsWatcher(Type = 'AdminCc', EmailAddress = $owner) or
$ticket-IsWatcher(Type = 'AdminCc', EmailAddress = $requestor))
{
return 0;
}
return ($trans-Type eq Create);
return 0;
==
It always fails. I always get a couple emails going to the same person. I've
tried using PrincipalID and Name as the identifiers and still no joy.
I've also checked the code in Queue_Overlay.pm and I can't seem to see
(I'mbasically a perl newbie) where the Queue AdminCc is differentiated from
the Ticket AdminCc, which we NEVER use.
Any help would be greatly appreciated.
Thanks.
Kenn
LBNL
Re: [rt-users] Is a time zone user preference available?
On Thu, Apr 28, 2011 at 02:10:20PM -0600, Eli Guzman wrote: I have one more issue, I am working on and this is enabling the full SSO (auto-login) function of RT::Authen::LDAP, but I keep running into some issues. AD users are able to authenticated against AD, but the RT interface won't automatically log them in. I think my RT_SiteConfig.pm (the one located at /opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc) is correct: This should really be a separate email to the list, but you don't appear to be running the current release of RT::Authen::ExternalAuth Please provide your RT and extension versions -kevin pgpkBg6VK5KJb.pgp Description: PGP signature
Re: [rt-users] Help with code identifying QueueWatcher AdminCc
On Thu, Apr 28, 2011 at 03:47:40PM -0700, Kenneth Crocker wrote:
To List,
I've got some code that I'm using to try and identify certain users as the
Queue AdminCc. I
want to do this so I can stop sending emails to Queue AdminCc's when they
are also the
Requestor or Owner. The code is as follows:
If you want to check Queue AdminCc's not Ticket AdminCcs, you need to
look at the queue ($ticket-QueueObj) not the $ticket
$ticket-QueueObj-AdminCc will give you an RT::Group and you want to
read about the HasMember method on groups
-kevin
===
# Initiate Email when Ticket Status is created and Requestor or Owner are
not Queue AdminCc
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
my $owner = $ticket-OwnerObj-EmailAddress;
my $requestor = $ticket-Requestors-UserMembersObj-First-EmailAddress;
if ($ticket-IsWatcher(Type = 'AdminCc', EmailAddress = $owner) or
$ticket-IsWatcher(Type = 'AdminCc', EmailAddress = $requestor))
{
return 0;
}
return ($trans-Type eq Create);
return 0;
==
It always fails. I always get a couple emails going to the same person.
I've tried using
PrincipalID and Name as the identifiers and still no joy.
I've also checked the code in Queue_Overlay.pm and I can't seem to see
(I'mbasically a perl
newbie) where the Queue AdminCc is differentiated from the Ticket AdminCc,
which we NEVER use.
pgpk1hB5HKgxq.pgp
Description: PGP signature
